Issue

Connecting to FTP server from Adobe Campaign application, you get the following error: 'Couldn't resolve host name.'

The workflow journal shows the following logs:

16/05/2016 12:49:03    fileTransfer    Upload error in cURL
16/05/2016 12:49:03    fileTransfer    Couldn't resolve host name
16/05/2016 12:49:03    fileTransfer    Couldn't resolve host name
16/05/2016 12:49:03    fileTransfer    Starting transfer of '/usr/local/neolane/nl6/var/williamreed/export/Recipients' to 'ftp://213.253.61.250/Recipients'
16/05/2016 12:49:03    fileTransfer    1 file(s) to transfer

Environment

v6.0, v6.1.0, v6.1.1, v7

Resolution

This error occurs when trying to connect the FTP server from a workflow and downloading the files from the server. Customers are able to connect via FTP using FileZilla or WinSCP.

This error indicates that FTP server domain name could not be resolved properly. To troubleshoot, do the following:

  1. Troubleshoot DNS server configuration:

    • Check if the server name has been added into the local DNS server.
    • If yes, run the following command on Adobe Campaign server to get the IP address:
    nslookup <server domain name>

    This confirms the FTP server is working and reachable from Adobe Campaign application server.

  2. Troubleshoot session logs:

    • In the workflow, double-click the FTP activity.
    • Go to File Transfer > Advanced Parameters.
    • Check "Display the session logs".
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    Go to the workflow Audit and check if the logs show 'Couldn't resolve host name':

    • If the SFTP server is hosted by Adobe, check whether IP is whitelisted by contacting Customer Care.

    Otherwise validate:

    • The password doesn't contain '@'. The connection failed, if there is '@' in the password.
    • There are no firewall issues which can hamper communication between Adobe Campaign application server and SFTP server.
    • Run tracert and telnet commands from the campaign server to the sftp to see if there are any connection issues.
    • There are no communication protocol issues.
    • Port is open.

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